Ekta Vanath
Toronto,ON
Summary
Customer Success Analyst with a strong track record in enhancing customer satisfaction and leading support teams. Proficient in Power BI, Tableau, and SQL for generating actionable insights. Achievements include a significant reduction in churn and streamlined support processes, contributing to a positive overall business impact.
Overview
3
3
years of professional experience
1
1
Certification
Work History
CUSTOMER SUCCESS ANALYST
One Human Service Network (OneHSN)
Sault Ste. Marie, Canada
04.2024 - Current
- Lead a cross-functional customer success team, providing guidance, support, and performance oversight to ensure consistent service delivery and customer satisfaction.
- Coordinate daily with the Vice President and Solution Managers in one-on-one meetings to prioritize customer needs, resolve escalations, and align on strategic initiatives.
- Delivered technical support and onboarding assistance to over 100 customers, achieving a 92% first-contact resolution rate and enhancing client trust.
- Designed and maintained interactive dashboards using Power BI, Tableau, and Excel, empowering leadership with real-time insights and KPI tracking.
- Analyzed customer feedback and usage patterns, leading to service improvements that increased satisfaction by 18% and reduced churn.
- Created a scalable, self-service knowledge base and improved response efficiency.
- Participated in full SDLC cycles, including testing and release validation, to ensure smooth product updates and minimal client disruption.
- Produced and presented executive-level reports on customer sentiment, support performance, and continuous improvement initiatives.
DATA ANALYST
Innovate 369
Surat, India
03.2022 - 04.2023
- Developed dashboards with Tableau to monitor key performance indicators.
- Leveraged SQL queries to extract, transform and load data into databases.
- Built visualizations that enabled users to interpret results from complex analyses quickly.
- Provided data-driven solutions to support decision-making.
- Prepared detailed reports by collecting, analyzing, and summarizing information and trends.
- Collaborated with cross-functional teams to prioritize business and information needs.
Education
Postgraduate - Information Technology Business Analysis
Conestoga College
Kitchener, ON, Canada08.2024
Bachelor of Engineering - Information Technology
Gujarat Technological University
Gujarat, India05.2021
Skills
- Business Analysis
- Data Analysis
- Data Collection
- Data Entry
- Tableau
- SQL
- PowerBI
- ZOHO Desk
- CRM software
- Technical support
- Customer success
- Strategic planning
Certification
- C Programming - IIT Bombay
- C++ Programming - IIT Bombay
- PowerBI Essential Training
- Tableau Essential Training
Timeline
CUSTOMER SUCCESS ANALYST
One Human Service Network (OneHSN)
04.2024 - Current
DATA ANALYST
Innovate 369
03.2022 - 04.2023
Postgraduate - Information Technology Business Analysis
Conestoga College
Bachelor of Engineering - Information Technology
Gujarat Technological University
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